Telecare services (community alarm)

The UK landline network is being upgraded.

The old analogue telephone system still used by some landlines is being shut down and the telecoms providers (BT, Virgin and others) are moving affected customers to their digital networks.

The majority of households in the UK no longer use a landline and most of those who do are already using digital internet and modern telephone services.

The reasons for doing this are that all new connections are digital, the analogue network cannot deliver the same services, and the equipment can no longer be effectively maintained. 

When is this happening? 

It has already started and is expected to finish by January 2027. The old analogue telephone system will not work after this date. 

What do I need to do now?

If you have no landline telephone or it is plugged into your Wi-Fi router, then you can relax as there is nothing to do! 

If you have an analogue service your telecoms provider should be in touch when it’s time to switch over. 

If you have not been contacted yet, and you have a landline which is not plugged into your Wi-Fi router, then we suggest you contact them or the bill payer. 

Will I need new equipment?

Waltham Forest are currently replacing all analogue Community Alarms. These are digital compliant, If you already have a community alarm provided by Waltham Forest, we will contact you before the switchover. 

If you receive notification from your telecom provider that they are planning to switch you over before January 2027 contact our Customer Services020 8496 3130 or email Telecare.referrals@walthamforest.gov.uk and we will arrange for your new style alarm to be installed before this happens.

If your alarm was installed after August 2023 your alarm is already digital compliant.

Why Have a Community Alarm (or Telecare)? 

If you live alone and want to be able to contact someone in an emergency, you may want to consider getting a community alarm installed. It means you can call for help if you have a fall or become unwell.

Community alarm only

This alarm is a telephone unit that's linked to a special pendant and can be worn around your neck or as a wristband. When you press the red button, it connects 24 hours a day, 365 days a year to a control centre. 

We use Newham Network Telecare Services to monitor all alarm activations. If there’s an emergency, you’ll get help quickly. The operators can contact relatives, friends or neighbours as requested, and if necessary, the emergency services. 

Eligibility 

To receive the service you need to meet one or more of the following: 

• live alone
• be housebound
• be home alone on a regular basis when relatives or other carers are out
• feel vulnerable at home even though you may be able to get out and about
• be a carer of a disabled child or adult who needs the control centre to call for help in an emergency
• have a need to contact a doctor or someone else in an emergency 

Charges

It costs £3.47 per week, which includes the monitoring and response service.

You can pay monthly by standing order, or you will be invoiced quarterly.

Installing the alarm 

It’s easy to install the community alarm. Currently you must have a telephone socket (although this is currently under review and won’t be necessary in the future) and a spare 13 amp electric socket to plug the alarm into. Both sockets must be on the same wall in the same room, and within one metre of each other. 

Information we need 

So that we’re able to help you when you have your alarm, we’ll need:

• some personal details
• names, addresses and telephone numbers of people you want us to contact in an emergency, or if difficulties arise. This can be family, friends or neighbour's
• details of two or more people living near to you, who are willing to look after your door keys and be available day or night

If you don’t have anyone to be a ‘keyholder’, then a keysafe attached to the outside of your home can be fitted. This is so access can be gained by the emergency services.

Community alarm with telecare equipment attached 

If you’re worried about someone who’s vulnerable and needs more than a community alarm to remain safe and independent in their own home, we may be able to help. 

Telecare uses a range of simple sensors placed around the home that raise an alarm to get help if needed. They work 24 hours a day, every day of the year and provide security and peace of mind. 

The equipment includes sensors which can detect: 

• if someone has left the house at an unsafe time
• if someone has not returned to bed after getting up in the middle of the night
• smoke, gas or heat
• alert a carer in the same house if the person they care for is moving around

If an alarm is raised, the telecare operator will contact the person to check they are safe and give advice and reassurance. If necessary, they’ll contact a relative, the mobile warden or the emergency services. 

Keyholders will need to be available day or night, to provide access to the property.

Eligibility

To receive the service we’ll need to arrange a Care Act assessment for the person concerned to see if they’re entitled to help.

Charges

This service costs £5.78 per week, which includes the monitoring and response service. 

Installing the sensors 

We will contact our equipment provider who will make arrangements with you, your family, carer or neighbour to install the equipment. 

How to get these services 

You need to fill in the community alarm application form (Word) and can get one by: 

• downloading the application form (Word)
• calling Waltham Forest Contact Centre on 020 8496 3130.

If you have problems completing the form, your next of kin, or member of our staff can help you. You can contact us in the following ways: